When will my order be processed?
We make every effort to ensure all orders are processed as quickly as possible in chronological order.
When the products for the order have been collected, the order is packaged, posted and delivered to the chosen logistics company. This process takes an average of 1–2 days.
Can I change or cancel my order?
The order is sent for product collection immediately, so changing it is no longer possible. If the order has not yet been dispatched – that is, if you have not received a dispatch notification by email – it is still possible to cancel your order. In that case, contact our customer service team either by calling +358 40 179 9667 or by emailing store@costo.fi.
If you have chosen pick-up from the Costo Concept Store, it is possible to change or cancel the order free of charge. Please contact our customer service either by phone on +358 40 179 9667 or by e-mail at store@costo.fi. Be sure to mention the order number to speed up the process.
Why was my package returned to the sender, and how can I get my order back?
Posti keeps orders for pick-up for 7 days. If you do not pick it up in this time, it is automatically returned to us. We charge €7.80 in postage and packaging for a package you did not pick up and refund you the rest. You can place a new order in our online shop.
My order contains the wrong product. What should I do?
If the wrong product was accidentally placed in your order, we will cover the postage for both the return and any replacement product. You can send the incorrect product to us in the same way you would make a return normally. Remember to tick ‘incorrect product’ as the return reason.
My order has probably got lost. What should I do?
If you suspect that your order got lost, please contact our customer service either by phone on +358 40 179 9667 or by e-mail at store@costo.fi. Our customer service will do the investigation for you to find the package as soon as possible.
I cannot pick up the package myself. Can someone else pick it up for me?
We take responsibility for the shipment being delivered to the correct recipient. Someone other than the recipient can pick up the shipment with a power of attorney written by the recipient.
I don’t want the order. Can I refuse to pick it up?
Unclaimed posted packages are treated as a standard product return. For an unclaimed package, we will charge delivery and return costs of €7.80.
If you have chosen pick-up from the Costo Concept Store, it is possible to cancel the order free of charge. Please contact our customer service either by phone on +358 40 179 9667 or by e-mail at store@costo.fi. Be sure to mention the order number to speed up the process.
How do I return the product?
It is important to us that you are satisfied with the products you have ordered. You have 14 days to familiarize yourself with the products and try them on.
If the hat feels a bit small, you can mail it to us and we will stretch it to fit you. The stretching service is free and we even pay for postage in Finland. Please note that you cannot return a hat after it has been stretched. If you want to use our stretching service, please contact our customer service either by phone on +358 40 179 9667 or by e-mail at store@costo.fi.
Please note that the right of return applies to unused products that are in good condition. The products should still have hang tags attached. We do not accept returned products that are stained, used or contain dog or cat hair, for example.
We charge a return fee depending on how the product is returned:
• Return to our shop: free
• Within Finland: €3.90
• Other countries: the customer covers the return postage and packaging
How to return products in Finland:
• Pack the returned product properly.
• Write our return address on the package:
Asiakaspalautus
628892
Costo Concept Store
Yrjönkatu 34 A 35
00100 Helsinki
• Take the package to a Posti service point.
The postage is prepaid, and you do not need to pay for postage. We will deduct a return fee of €3.90 from our refund to you. We will refund the money when we receive the package.
If only part of the order is returned, and the final sum of the order is under the amount that qualifies for free postage, we will deduct a postage and return fee of €7.80 from the sum to be refunded.
How to return products from outside Finland:
• Pack the returned product properly.
• Send the package to us at:
Costo Concept Store
Yrjönkatu 34 A 35
00100 Helsinki
Finland
Please note that the package is your responsibility until it has reached us. We will refund the money when we receive the package.
How do I change the product I ordered?
If you ordered in Finland, we can exchange your product for a different size free of charge. Please contact our customer service team via store@purewaste.com or on 040 179 9667 before sending the product back to us, so we can check that the size you want is available.
If the hat you ordered feels a bit small, you can mail it to us and we will stretch it to fit you. The stretching service is free, and we even pay for postage in Finland. Please note that you cannot return a hat after it has been stretched. If you want to use our stretching service, please contact our customer service either by phone on +358 40 179 9667 or by e-mail at store@costo.fi.
If you wish to exchange a product outside Finland or to exchange it entirely for another product, this is only possible through a return. Please return the product as a standard return and order a new product from our online store.
How do I request a refund?
We always strive for the highest quality in our products, but everybody makes mistakes and we are no exception. If your delivered product has a manufacturing defect, please contact us by email at store@costo.fi or by phone on +358 40 179 9667. In the event of a defect, we are responsible for both the return costs and any shipping costs for the replacement product.
Where do the hat materials come from?
We choose the most ecological, high-quality and functional materials possible for our products so that they stand time and wear. Most of the fabrics we use are top-quality surplus fabrics from Kvadrat. The surplus denim fabric comes from a Finnish jeans manufacturer called Masi Company. The lining of our winter hats is recycled fleece made from 100% recycled fibres by a Finnish company called Pure Waste Textiles. We believe that high-quality and ecological material choices communicate the sustainability of the product.
Where do the beanie materials come from?
We have chosen the highest quality and most functional materials for our knitwear products to stand time and wear.
Merino wool, the material our beanies are made from, is breathable, light, warm, comfortable against the skin, and effectively transfers moisture away from the body. Merino wool keeps you warm in the cold and feels cool in warm weather.
Our merino wool comes from South African merino sheep farms, which do not use mulesing methods. The wool is dyed and spun into yarn in Europe by the Italian company Filivivi Srl, after which the yarns are transported to Central Ostrobothnia in Finland for knitting. Merino wool does not itch or sting, although we have added a cotton lining to some of the beanies for wool-sensitive people. The lining is GOTS-certified organic cotton by German Gebrueder Otto. The cotton is grown in Turkey and dyed in Germany.
How do I maintain and wash my hat?
A hat will last a lifetime by following the following instructions: love, freeze and air it!
Did you know that freezing effectively removes odours? You can easily remove minor stains with stain remover. However, be sure to test the suitability of the stain remover on a hidden spot of the fabric. With a spot test, you ensure that the cleanser you are using suits the material and that the colour will not fade. You can clean the sweatband inside the hat by wiping it with a damp cloth.
The hats main fabrics, linings, and sweatbands are often different materials that behave differently when they are wet. For this reason, we do not recommend machine washing for hats. If the hat requires proper washing, we recommend taking it to the laundry for dry cleaning.
How do I maintain and wash my beanie?
Your beanie will be a lifelong friend if you take good care of it. The beanie will make it through the winter by following these instructions: love, freeze and air it. Did you know that freezing effectively removes odours and wool itself repels dirt?
Our beanies are made of merino wool but may still behave a little differently when washed, due to different knits. Never wash the wool product in a washing machine, even with a wool washing programme. In the washing machine, the wool may stretch or shrink. Costo beanies should be washed by hand.
Before washing, remove the pom-pom from the beanie. Costo beanies with pom-poms have a buttonhole and our pom-poms have a button. Removing the pom-pom works in the same way as buttoning a shirt. First, wash the most heavily stained areas with gall soap. Wash the beanie, avoiding rubbing, pressing and lightly squeezing it in lukewarm, 30-degree water with wool detergent. However, do not soak the beanie. Drain the wash water and pour clean water of the same temperature into the basin. Rinse the beanie several times until the rinsing water remains clear. Remove excess water from the beanie with a towel and shape the beanie back into shape while wet. All wool products and Costo beanies should be level dried, for example on a clean towel in a well ventilated place.
How do I know what my size is?
Hats
Our adult hat sizes are in centimetres to make size selection easy for you. Measure your head circumference above the ear horizontally and select the nearest size by rounding up. The hats are made of durable materials, meaning they do not stretch in use. If you would like to stretch your hat, then please visit the Costo Concept Store.
XS / 54 cm – head circumferences 52–54 cm
S / 56 cm – head circumferences 54–56 cm
M / 58 cm – head circumferences 56–58 cm
L / 60 cm – head circumferences 58–60 cm
XL / 62 cm – head circumferences 60–62 cm
One-size hats fit many people but are best suited for 56–60 cm head circumferences.
Beanies
The hats are suitable for everyone, regardless of size or shape of head. The knit will be shaped and adapted to use, meaning that adult beanies fit from 54 cm to 62 cm.
Children’s Hats
The choice of hat size for children is as important as for adults. The hat should not squeeze or leave marks on the forehead, but it should not be too large either. You can easily try on different hats at our store, but also measure your child at home. Measure the child’s head circumference horizontally above the ear and select the size closest to that, rounding up. You can also take a look at the size chart from year to year.
48 cm <2 years of age
50 cm 2–4 years old
52 cm 4–6 years old
54 cm to 56 cm from 7 years of age upwards
Children’s Beanies
The children’s beanie is suitable for children under 6 years of age. For older children, we recommend an adult size. However, the knit is flexible, so the children’s beanie is also suitable for older children and is occasionally bought by adults as well.
Can I try your products on somewhere?
You can find the largest selection of Costo products at our brick-and-mortar Costo Concept Store at Yrjönkatu 34, Helsinki, Finland. Our friendly staff will help you find a suitable model and size from hundreds of hats.
Our retailers’ selections vary from store to store. At retail stores, you can also familiarize yourself with our products, try them on, and feel the quality of our materials. Check out your nearest dealer here.
How do I change the pom-pom?
Changing the pom-pom works in the same way as buttoning a shirt. All pom-pom hats and beanies have a buttonhole for the button, and the pom-poms have a button.
When removing the pom-pom, we recommend turning the button upwards so that the edge of the button points towards the buttonhole and slips out almost by itself. The buttonhole in each beanie and hat is sewn parallel to the back seam, so do not just try to pull the pom-pom off the beanie/hat. Violence is not the solution when changing pom-poms.
Our first pom-poms had a snap attachment, but we soon replaced the attachment mechanism with a button, allowing use of the hat without a pom-pom. In 2018, the structure of the pom-pom was made even more durable. However, our pom-poms are not resilient enough to withstand pets or children playing with them. We recommend you to keep them where they belong – as a decoration on our hats.
Can I have branded Costo products for my company?
Yes, we also make branded Costo products for companies! Our Finnish customers’ favourites are the merino-wool beanies. Creating a company-specific colour-branded combination of beanie and a pom-pom is easy and fun. In addition to this, it is easy to embroider your company’s logo on a leather or fabric patch, for example.
Although our beanies are the all-time favourites, it is possible to personalize almost all Costo products. Send us your thoughts, and together we will create timeless and head-turning accessories for your company. Feel free to contact us and ask for an offer at contact@costo.fi.
I want to order a product that is currently out of stock. Will the product be in stock again?
All Costo hats are made of surplus fabrics, so our production batches are small, limited and often unique. If we have run out of a hat model or colour you like, you can still contact our customer service store@costo.fi, and we will check if there are any more hats available.
Of course, there are two sides to the coin. Since we produce hats in small batches, you can be sure that you will not run into a similar hat that easily. With a Costo hat on your head, you are unique.
How do I use a discount code?
Enter the discount code in the discount code field on the checkout page, and it will subtract the discount from the final price.
Pure Waste Textiles Oy
Läkkisepäntie 11 A
00620 Helsinki, Suomi
Customer service
You can always contact us with any question. We will try to resolve even the smallest of your worries and help to fix the problem. All feedback is always very welcome.
store@costo.fi
+358401799667
Business customers
We also make branded Costo products for companies.
Send us your thoughts, and together we will create branded, timeless and head-turning accessories for your company.
contact@costo.fi